Compare Help Scout vs Zendesk Support

See this
comparison of Help Scout vs. Zendesk Support
based on data from user reviews. Help Scout rates 4.3/5 stars with 156 reviews. Zendesk Support rates 4.2/5 stars with 1,604 reviews. Each product's score is calculated by real-time data from verified user reviews.

Pricing

 
Basic
$8
user/month
Essential
$5
/month
 
Standard
$15
user/month
Team
$19
/month
 
Plus
$27
user/month
Professional
$49
/month
 
Enterprise
$99
/month
 
Free Trial Unavailable
Free Trial
Help Scout
Basic
$8user/month
Standard
$15user/month
Plus
$27user/month
Free Trial Unavailable
Zendesk Support
Essential
$5/month
Team
$19/month
Professional
$49/month
Enterprise
$99/month
Free Trial

Ratings

Meets Requirements
Meets Requirements
8.5
8.7
Ease of Use
Ease of Use
9.2
8.6
Ease of Setup
Ease of Setup
8.8
8.2
Ease of Admin
Ease of Admin
8.8
8.3
Quality of Support
Quality of Support
8.8
8.3
Ease of Doing Business With
Ease of Doing Business With
9.0
8.4
Product Direction (% positive)
Product Direction (% positive)
7.9
7.6
Meets Requirements
Help Scout
8.5
Zendesk Support
8.7
Ease of Use
Help Scout
9.2
Zendesk Support
8.6
Ease of Setup
Help Scout
8.8
Zendesk Support
8.2
Ease of Admin
Help Scout
8.8
Zendesk Support
8.3
Quality of Support
Help Scout
8.8
Zendesk Support
8.3
Ease of Doing Business With
Help Scout
9.0
Zendesk Support
8.4
Product Direction (% positive)
Help Scout
7.9
Zendesk Support
7.6

Features

Ticket and Case Management
Ticket creation user experience
Help Scout
9.1
Zendesk Support
8.9
Ticket response user experience
Help Scout
9.3
Zendesk Support
8.7
Workflow
Help Scout
8.3
Zendesk Support
8.5
Response Automation
Help Scout
8.4
Zendesk Support
8.4
SLA Management
Help Scout
Not enough data available
Zendesk Support
8.1
Attachments/Screencasts
Help Scout
8.5
Zendesk Support
8.4
Ticket Collaboration
Help Scout
8.8
Zendesk Support
8.6
Knowledge Share
Knowledge Base
Help Scout
8.8
Zendesk Support
8.6
Searchable Articles
Help Scout
8.0
Zendesk Support
8.6
Community Forums
Help Scout
8.4
Zendesk Support
8.2
Interactive FAQs & Forums
Help Scout
8.1
Zendesk Support
8.3
Interaction
Web Portals
Help Scout
8.9
Zendesk Support
8.6
Forum to Reponse
Help Scout
8.3
Zendesk Support
8.5
Tickets and Tagging
Help Scout
8.8
Zendesk Support
8.9
Live Chat
Help Scout
6.7
Zendesk Support
8.6
Communication Channels
Customer Portal
Help Scout
9.0
Zendesk Support
8.5
Email to Case
Help Scout
9.2
Zendesk Support
8.8
Chat/Live Support
Help Scout
7.0
Zendesk Support
8.4
Social Integration
Help Scout
8.1
Zendesk Support
8.2
Call Center
Make, Receive, and Record Calls
Help Scout
Not enough data available
Zendesk Support
8.1
Customer and Contacts Database
Help Scout
7.7
Zendesk Support
8.2
Products and Version Tracking
Help Scout
Not enough data available
Zendesk Support
8.2
Call Scripting
Help Scout
Not enough data available
Zendesk Support
8.0
Interactive Voice Response (IVR)
Help Scout
Not enough data available
Zendesk Support
7.9
Self Service/Community
Forums
Help Scout
Not enough data available
Zendesk Support
8.1
Knowledge Base
Help Scout
8.4
Zendesk Support
8.4
Ideas/Feedback
Help Scout
9.2
Zendesk Support
8.1
Q&A
Help Scout
9.7
Zendesk Support
8.3
Reporting & Analytics
Social Monitoring
Help Scout
Not enough data available
Zendesk Support
8.0
Reporting
Help Scout
8.1
Zendesk Support
8.0
Dashboards
Help Scout
8.3
Zendesk Support
8.2
Platform
Mobile User Support
Help Scout
Not enough data available
Zendesk Support
8.1
ITIL Compliance
Help Scout
Not enough data available
Zendesk Support
8.2
Customization
Help Scout
7.7
Zendesk Support
8.0
User, Role, and Access Management
Help Scout
8.5
Zendesk Support
8.3
Internationalization
Help Scout
8.3
Zendesk Support
8.2
Performance & Reliability
Help Scout
9.4
Zendesk Support
8.5
Integration APIs
Help Scout
8.4
Zendesk Support
8.4

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
54.0%
38.3%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
40.0%
45.0%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
6.0%
16.8%
Help Scout
Small-Business
54.0%
Mid-Market
40.0%
Enterprise
6.0%
Zendesk Support
Small-Business
38.3%
Mid-Market
45.0%
Enterprise
16.8%

Reviewers' Industry

 
Computer Software
20.0%
Computer Software
17.2%
 
Internet
16.8%
Information Technology and Services
14.5%
 
Information Technology and Services
8.4%
Internet
9.4%
 
Real Estate
5.8%
Marketing and Advertising
4.8%
 
Marketing and Advertising
5.2%
Retail
3.8%
 
Other
43.9%
Other
50.3%
Help Scout
Computer Software
20.0%
Internet
16.8%
Information Technology and Services
8.4%
Real Estate
5.8%
Marketing and Advertising
5.2%
Other
43.9%
Zendesk Support
Computer Software
17.2%
Information Technology and Services
14.5%
Internet
9.4%
Marketing and Advertising
4.8%
Retail
3.8%
Other
50.3%

Reviews

Most Helpful Favorable Review
Most Helpful Favorable Review
Danielle L.
Administrator in Computer Software

HelpScout is extremely easy to set up an implement. All you need to do is hook up your email address and you're ready to go! You can create snippets, workflows, and tags to collaborate with your team. There are also many app integrations for Slack, Email...

Abbey S.
Administrator in Education Management

The product evaluation, decision making and implementing process with Zendesk was true to the company's brand: Zen. I evaluated 5 other competing products and chose Zendesk for its reliability and scalability, in addition to exceptional customer service and...

Most Helpful Critical Review
Most Helpful Critical Review
G2 User

Purchased a lifeteime deal from app sumo $75 per quarter, this was changed recently to $60 per month. So price was $300 a year now is $720 a year. Do not sell that which you are not prepared to honor.

Matthew W.
Administrator in Computer Software

After the setup, and things were going smoothly, they ended up getting really bad. Our web application would send out an email with data from a signup form anytime someone signup up for our SaaS product. Things would be going fine, then Zendesk would decide...

 
Help Scout
Most Helpful Favorable Review
Danielle L.
Administrator in Computer Software

HelpScout is extremely easy to set up an implement. All you need to do is hook up your email address and you're ready to go! You can create snippets, workflows, and tags to collaborate with your team. There are also many app integrations for Slack, Email...

Most Helpful Critical Review
G2 User

Purchased a lifeteime deal from app sumo $75 per quarter, this was changed recently to $60 per month. So price was $300 a year now is $720 a year. Do not sell that which you are not prepared to honor.

Zendesk Support
Most Helpful Favorable Review
Abbey S.
Administrator in Education Management

The product evaluation, decision making and implementing process with Zendesk was true to the company's brand: Zen. I evaluated 5 other competing products and chose Zendesk for its reliability and scalability, in addition to exceptional customer service and...

Most Helpful Critical Review
Matthew W.
Administrator in Computer Software

After the setup, and things were going smoothly, they ended up getting really bad. Our web application would send out an email with data from a signup form anytime someone signup up for our SaaS product. Things would be going fine, then Zendesk would decide...

Screenshots

 
1 of 4
2 of 4
3 of 4
4 of 4
1 of 5
2 of 5
3 of 5
4 of 5
5 of 5
Ask Help Scout a QuestionContact Help ScoutRequest More InformationRequest More Information